1. Help  

• Can I pay securely?



Muchosol is an online company with over 13 years experience in the sector and is 100% committed to protecting the privacy and security of our clients and their data.




We only deal with secure means of payment (VISA, Mastercard, Paypal…) and under no circumstances do we save the card details of our clients, nor do we send them to any third-party, thus ensuring maximum security during all transactions.




The privacy of your data is of the uppermost importance to us and we use it solely to supply the contracted services and/or send you offers which may be of interest to you (if you have given us consent during the booking process). Under no circumstances do we pass this data onto any third-party. You can find out more about our privacy policy.




• I haven’t received a confirmation email with the address of where to pick the keys up from. What should I do?



Muchosol performs several checks to ensure that everything is correct and that we have all details required from you. Therefore, the confirmation email with the instructions for key collection may take up to 24 hours after you have made the booking. In cases when the reservation is made at the weekend or during a bank holiday it may be up to 48 hours before you receive the confirmation email.




If you pay via bank transfer, please note that the confirmation will not be sent until we have received the money in our account, which could take up to 2 or 3 days.




If you have any doubts or experience a longer delay than those mentioned above, contact us via email at booking@muchosol.co.uk




• How do I book and when do I pay?



In order to confirm the booking and secure the property, we just request a down payment from you. This prepayment is usually around 30% of the total rental price, although the percentage may vary with each property.




The remainder of the total amount is paid directly to the agent of the accommodation upon arrival at the property. In some cases it may be paid prior to entry, but this will be specified in the property details.




The accepted payment methods are: credit card, paypal or bank transfer.




No matter which form of payment you choose, we will reserve the property for you. However, if you opt to pay via bank transfer we should receive the proof of payment within 3 working days via email to booking@muchosol.co.uk, if not your booking may be cancelled without prior notice.




In the event of a last minute booking, the prepayment must be made by credit card or paypal.




Additionally, for some properties you may be required to pay a deposit which is not included in the price. This should be paid upon arrival at the property and will then be refunded on departure providing there is no damage to the property.




• How can I modify my booking?



You can modify your booking by sending us an email at booking@muchosol.co.uk. We will then contact the owner or manager of the property and help you with the modification process. In cases when the new property works out cheaper, the property owner/manager may charge you for changing your booking.




For more information please see our modification policy.




• How do I cancel my booking?



In order to cancel your booking you must send an email to booking@muchosol.co.uk with a copy of the confirmation email attached.




There may be cancellation penalties. For more information please consult our cancellation and no-show policy.




• I need an invoice or rental contract



Muchosol is only an intermediary between the owner and the manager of the property, therefore you should contact the property owner or agent directly with this question once the booking has been made.




The manager of the property must send an invoice, or in the absence of this, a receipt of the rental price, thus acting as a contract. If you require an invoice or rental contract make sure that you request it in advance.




• What does the price of the booking include? Are cleaning services, bedding and taxes included?



The total price includes taxes, as well as cooking utensils, crockery and other household necessities.




Cleaning, bedding, air conditioning, etc are included with some properties, but involve an additional charge with others.




In the property details you will find a list of all the included services in the booking as well as those which are optional and involve an additional fee.




All details will be outlined in the confirmation email which you will receive upon finalising your booking.




In addition, there may be a deposit to pay which isn’t included in the total price and must be paid on arrival at the property. This will be refunded in full providing no damage has occurred.  




• What are the check-in and check-out times of the accommodation?



Ordinarily, check-in is in the afternoon and check-out in the morning. The exact times depend on the property which you can find under ‘additional notes’ in the property details. In some cases there is the possibility of entering earlier or leaving later at a small fee.




If you wish to change the check-in or check-out time, you should organise this directly with the manager of the property once the booking has been made. You will receive the contact details of the property owner/manager in the booking confirmation email.




• What if I book online and do not like the accommodation when I arrive?



Muchosol works with professional companies and agencies and all of our properties undergo an extensive quality control. Our objective is that all the information provided in each property description is 100% accurate. Properties that do not comply with our quality policy are not displayed on our website.




However, if you encounter any incidents and imperfections, or if the facilities and characteristics do not match that advertised on our website, please send a claim to reservas@muchosol.com no later than 48 hours after check-in, so that we can try our very best to resolve the issue.




Muchosol will help to resolve the problem and look for alternatives. However, please note that we are only an intermediary between the owner of the property and yourself. It is the property owner/manager who delivers the service and provides the property information which appears on our website. They are therefore responsible for the quality of the accommodation and the service provided, in addition to solving any issues.




We recommend reading our refund policy.




• What if I find the same property cheaper on a different website?



Muchosol guarantees the lowest price. This means that if you are going to book or have already booked a property with Muchosol and you find the exact same property, for the same dates and same number of guests, at a lower price on another website, we will refund you with the difference.




Please see our best price guaranteed policy.

2. General information  

• Why book with us ?





• About us?



This Web belongs to the largest online booking service for holiday villas and apartments in Spain.

Our fiscal data and address is:

Calle Guillem de Castro, 9 5ª  
46007 Valencia (SPAIN)
Tel: + 44 203 608 6097
Fax + 34 96 119 08 45
CIF B97090138

Registered in the Commercial Register of Valencia Volume 6949, Book 4252, Page 41, Leaf V-78611

We manage more than 2,500 holiday properties in the major tourist destinations in Spain.
In our five years of activity we have successfully organized the holidays of over 3,000 families.

We collaborate with more than one hundred receptive agency partners, who are responsible for looking after our clients during their entire holiday.

Our support team is always there to assist you - They are only an email or phone call away.
Enjoy your holiday in Spain!

3. Booking  

• How can I pay?


In order to make a reservation, we request that you pay 30% of the total amount in advance. The remainder is paid upon arrival, on delivery of the keys or 30 days before the arrival date via bank transfer. The payment conditions vary depending on the accommodation and are always stated in the accommodation description.



In some cases, the system will allow you to choose between paying by credit card or bank transfer. In other cases, you will be able to pay only by bank transfer.



In the case of bank transfer payment, you will receive an email with the confirmation of the pre-booking and our bank details. You have 3 working days to realise the transfer.



After receiving the money into our account, normally within 2 working days, we will send by email the reservation form, and the receipt requested of the advanced payment and the address where you can collect the keys.



When paying by credit card, the reservation confirmation will be sent the same day.


• How can I book?


You can quickly and easily view the available properties and prices:



1. Click on Online Booking

2. Select your arrival and departure date

3. Select the number of people

4. Select your preferred region



The results only display available properties and so you can choose easily and then book directly online



During busy seasons there may be certain requirements for specific properties (e.g. minimum stay)



The property description states clearly what is and what is not included in the price (e.g. bed linen, towels, cleaning, etc)



The "Map and Surroundings" section shows the location of the property.


• What if I want to cancel the booking?


You can cancel your reservation by sending an email to the address at the bottom of your confirmation email.



Please note that you may be still be charged a percentage of the booking total depending on the date of cancellation.

Below is the general cancellation policy:



- 30 days before the date of arrival: 10% of the booking price.



- Between 30 and 7 days before arrival: 30% of the booking price.



- Less than 7 days before arrival: 100%



The property owners may have their own cancellation policy. If so their policy will replace the general policy above.


• How do I find out the address of the accommodation?


Once you have paid the deposit, you will receive confirmation with the address and contact information.


• Is the price on the page the final price?


Yes, the price is the final price inclusive of tax and we won't charge any administration costs. Please be aware that at certain properties some services are not included in the final price, therefore make sure you that you check the property description.

4. Terms & conditions  

• Booking cancellation or no-show customers



If the client wishes the cancel their booking, Muchosol charges a €25 cancellation fee. The accommodation provider may also request that you pay a cancellation fee. This penalty is stated both in the property description and in the booking confirmation email.




Normally the shorter the notice that you give, the higher the cancellation fee, and it could even be 100% of the total rental price. To cancel your booking, you must send an email to booking@muchosol.co.uk




 




• Modification of the booking



Changes to the booking are always subject to availability and the maximum capacity of the specific property. In cases where the change involves a higher price, you must pay the difference.




If the new accommodation is cheaper than the original reservation, the reimbursement will be handled like a cancellation. To modify your booking you should send an email to booking@muchosol.co.uk, with a copy of the confirmation email as an attachment.




• Best price guaranteed



Muchosol guarantees the minimum price for your booking.




Should you find the same property at a lower price on a different website, either before or after booking, we will refund you with the difference.




This guarantee is subject to the following conditions:






• It should be the same villa or apartment, for the same dates and the same number of guests.








• It does not apply if the inferior price is due to a discount, group rate or promotional offer or pack.








• The comparative price is only valid between Muchosol and other websites which offer immediate booking.








• Time period: the client has up to 7 days after booking to make a claim.








• The procedure set out below must be followed.






To qualify for the refund the following steps should be realised: the client must send the links or screenshots of the accommodation in both portals to reservas@muchosol.com.




The refund of the difference will be made to the credit card of the client.




Muchosol reserves the right to end this guarantee at any time.




• Customer liability



The customer should respect the property, the furniture and the appliances, and leave it in the same condition in which it was found upon arrival.




The client is obliged to obey the rules of the building or complex in which they are staying, as well as standard laws regarding noise, rubbish disposal, water consumption, etc.




You are not permitted to accommodate more people in the property than the number that is stated in the booking.




The client must contact the person responsible for the keys at least 3 days before the check-in date to inform them of your time of arrival.




• Refund Policy



Muchosol will refund the booking prepayment in the following cases (provided that the client has fulfilled the responsibilities stated in Customer liability):




a- If the accommodation cannot be occupied due to overbooking or when neither Muchosol nor the owner of the property can offer alternative accommodation which the client accepts.




b- If the accommodation does not correspond with the description on the website and the client notifies Muchosol within 24 hours of arriving and neither Muchosol nor the manager of the property can find suitable alternative accommodation.




c- If, due to an emergency, the accommodation is not fit to be lived in and the client notifies Muchosol within 24 hours of the incident happening and no suitable alternative accommodation could be found.




• Muchosol liability and claims procedure



Muchosol acts as an intermediary between the owner or manager of the accommodation and the client.




The property information on our website is written and updated by the property owner. In addition, it is the property owner who provides the accommodation service. Therefore, the owner or manager of the property is solely responsible for the quality of the contracted services and the accuracy of the property information published on the website.




In the event of a complaint or claim, this should be sent to Muchosol within 24 hours of arrival at the property via email to booking@muchosol.co.uk It should also be communicated to the property owner or agent so that they have the opportunity to solve the problem.




Muchosol mediates between the property manager and yourself in order to find a solution to the issue.




If it is not possible to find a solution, Muchosol will cancel the booking and will find an alternative property at a similar price and with similar characteristics, either with the same owner or a different agent.




If the alternative accommodation is not accepted by the client, Muchosol will refund the money paid in advance in the cases outlined in our refund policy.